Refund Policy
Refund Policy
Last updated: July 2, 2026
Website: euroanime.jp.net
Business name: Euroanime
Customer support: support@euroanime.jp.net
Business location: Spain / European Union
This Refund Policy explains when refunds, cancellations, replacements and returns may or may not be accepted by Euroanime.
Euroanime sells physical products, custom-prepared items, made-to-order products, sealed physical media, collector items and related services. Because many products are prepared specifically for each customer, all sales are final unless the item is damaged, defective, incorrect, not delivered, or a refund is required by applicable law.
1. All Sales Are Final
Unless required by applicable law, Euroanime does not accept returns, refunds, cancellations or exchanges for:
Change of mind
Buyer’s remorse
Accidental orders
Incorrect product selection by the customer
Customer no longer wanting the item
Opened or unsealed physical media
Custom-made products
Made-to-order products
Products prepared according to the customer’s specifications
Special-order items
Personalized or modified items
Compatibility issues caused by the customer’s player, console, computer, TV, firmware, region settings, cables or local playback environment
Refusal to pay customs duties, taxes, VAT, import fees or carrier charges
Incorrect, incomplete or outdated shipping information provided by the customer
Delivery failure caused by non-collection, refusal of delivery or failed delivery attempts
2. Custom, Made-to-Order and Sealed Products
Most Euroanime products are custom-prepared, made-to-order, sealed physical media or specially prepared collector items.
For these products:
Production may begin shortly after payment.
Cancellation is not guaranteed after payment.
Cancellation is not possible once production, preparation, packaging or shipping has started.
Returns are not accepted once the product has been opened, unsealed, used, customized or prepared for the customer.
Refunds are not issued for change of mind or customer ordering mistakes.
This does not affect mandatory legal rights for damaged, defective, incorrect or non-conforming goods.
3. Order Cancellations
If you need to cancel an order, contact us immediately at:
Cancellation is only possible if the order has not yet entered production, preparation, packaging or shipping.
If cancellation is approved, we will refund the order to the original payment method where possible.
If production has already started, the order cannot normally be cancelled or refunded.
4. Damaged, Defective or Incorrect Items
If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery at:
Please include:
Order number
Full name used on the order
Email address used on the order
Clear photos or video showing the issue
Photos of the packaging if damaged in transit
A clear explanation of the problem
Device/player details if the issue is playback-related
After reviewing the case, Euroanime may offer one of the following remedies:
Replacement
Repair or correction
Missing part shipment
Partial refund
Full refund where required
Store credit, if accepted by the customer
Euroanime may require the customer to return the item before a replacement or refund is issued.
5. Playback and Compatibility Issues
For physical media products, compatibility may depend on the customer’s playback device, console, disc player, computer, firmware, region settings, cables, TV, software or local setup.
Euroanime may test products before shipping where applicable, but we cannot guarantee compatibility with every device worldwide.
Compatibility-related claims must include:
Player or device model
Region settings, if applicable
Description of the issue
Photo or video of the error
Confirmation that the item was tested on more than one compatible device, where possible
Refunds are not issued for compatibility issues caused by the customer’s device, setup or local playback environment.
Where the product itself is confirmed to be defective, we may offer a replacement, correction or refund according to this policy and applicable law.
6. Lost or Undelivered Orders
If your order appears lost or undelivered, contact us at:
If tracking shows that the package is still in transit, delayed, awaiting customs clearance or awaiting collection, we may ask the customer to wait until the carrier investigation period has passed.
If the carrier confirms the package is lost, Euroanime may offer:
Replacement shipment
Refund
Store credit, if accepted by the customer
If tracking shows the package was delivered to the address provided by the customer, the order will normally be considered delivered.
Euroanime is not responsible for delivery problems caused by incorrect or incomplete shipping details provided by the customer.
7. Returned Packages
If a package is returned to Euroanime because of:
Incorrect address
Incomplete address
Failed delivery attempt
Non-collection
Refusal of delivery
Unpaid customs duties, VAT, taxes or import fees
Customer not being available to receive the package
the customer may be responsible for the cost of reshipping.
Original shipping fees may not be refundable unless required by law.
8. EU Consumer Withdrawal Rights
For eligible consumer purchases in the European Union, customers may have a legal right to withdraw from an online purchase within 14 days of delivery.
However, this right may not apply to certain products, including but not limited to:
Products made to the customer’s specifications
Clearly personalized products
Custom-made products
Made-to-order products
Sealed audio, video or software products once unsealed after delivery
Products that cannot be returned once opened, used, modified or unsealed
Because many Euroanime products are custom-prepared, made-to-order or sealed physical media, many orders may be excluded from the standard withdrawal right once production has started or once the product has been opened/unsealed.
If you believe a legal withdrawal right applies to your order, contact us at:
or use the withdrawal request function on our website, if available.
9. Return Conditions for Eligible Returns
If a return is legally required or approved by Euroanime, the item must be returned in the condition required for that specific case.
Unless the item is defective, damaged or incorrect, eligible returns must be:
Unused
Unopened
Unsealed
Complete
Undamaged
In the original packaging
Returned with all included items
The customer may be responsible for return shipping costs unless the item was damaged, defective, incorrect or otherwise required by law.
Euroanime may refuse a return or reduce a refund if the item is opened, used, damaged, incomplete, altered or not returned in acceptable condition.
10. Refund Method and Timing
Approved refunds are issued to the original payment method where possible.
Refund processing times depend on the payment provider, card issuer, bank or payment network.
Shipping fees, payment-processing fees, customs duties, VAT, taxes, import fees and carrier charges may be non-refundable unless required by law.
11. Chargebacks and Payment Disputes
If there is a problem with your order, contact Euroanime first at:
We keep records of orders, payment status, customer communications, product preparation, shipping labels, tracking numbers, delivery confirmations, support requests and refund decisions.
Chargebacks should not be used as a substitute for contacting customer support, requesting troubleshooting or following this Refund Policy.
Nothing in this policy prevents a customer from exercising valid rights with their bank, card issuer, payment provider or under applicable law.
12. Abuse, Fraud and False Claims
Euroanime may refuse refunds, replacements or future service in cases involving:
Fraudulent claims
False damage claims
False non-delivery claims
Chargeback abuse
Repeated refund abuse
Harassment or threats
Tampering with products
Use of incorrect addresses
Refusal to cooperate with support or carrier investigations
We reserve the right to provide order evidence, tracking information, customer communications and policy acceptance records to payment processors, banks, card networks or legal authorities where necessary.
13. Legal Rights
Nothing in this Refund Policy limits any mandatory consumer rights that apply under EU, Spanish or other applicable consumer protection law.
Where the law requires a repair, replacement, refund, cancellation right or other remedy, Euroanime will comply with the applicable legal requirement.
14. Contact
For cancellation, refund, replacement, damaged item, defective item, incorrect item or delivery support, contact:
Euroanime
Email: support@euroanime.jp.net
Website: euroanime.jp.net
Business location: Spain / European Union
